What do you think about changing the review process so it's inherently fair?

[Jan653]

I have repeatedly suggested that Airbnb change the paradigm of Host/Guest reviews. Recently, I was encouraged by an Airbnb supervisor to suggest this to the Airbnb community. I seek your constructive feedback.

Here goes...

PREMISE: I believe it's best to have the review process free from bias related to extra service fees/damage/reimbursements.

BACKGROUND: I have hosted since 2014 and own a large, very high-end, Airbnb in a major metropolitan city. It almost goes without saying that guests are not always willing to pay for damage or extra service fees. Over the years I felt compelled to absorb a large sum of extra service charges, repairs, etc. because I wanted to keep my Airbnb Host rating high. I have also, albeit rarely, been asked to reimburse money to guests (e.g., they paid for two dogs and only brought one dog).

FIRST STEP (no change): Host must submit all evidence (photos, estimates of repair, receipts, narrative, etc.) to Airbnb within the review period (14 days) or before their next Guest arrives, whichever comes first.

SUGGESTED CHANGE:  However, the host's submission of evidence is "PRIVATE" until after the Host/Guest's deadline to submit a review (i.e., 14 days). During the review period, only the appointed Airbnb staff and Host can view the evidence.

After Host & Guest have completed the review process (or not) the Host may, if they choose to, continue with the online process of seeking additional money from the former Guest.

Note, affording the Guest equal opportunity to protect their interest by is achieved by ensuring they too may file a "PRIVATE" claim within the above-stated parameters.

IMO, this keeps the review process "clean" and free from bias related to asking for additional money from Guests (or reimbursements from Hosts).

What do you think?

[Huma0]

@Kelly149 

A few months ago I had a review and the related ratings removed for being retalitory. I hadn't filed a damage claim, but the guests had turned very sour when I had mentioned to them that they had caused damage and asked them to be more careful. They were problematic in several ways and left me a stinker of a review.

Again, I was lucky to get a very helpful rep on the line, who considered all the recorded facts, e.g. the message thread, my listing description, their review etc. etc. and decided their review/ratings were both retalitory and inaccurate and removed them.

Unfortunately, there seems to have been some sort of shift in the last few months. It's like the reps have all been briefed to give the standard response of, "It doesn't violate our content policy and it's the guest's view of their experience," regardless of whether you can prove that they are lying about something or not.

This is why I think @Jan653's idea, which many other hosts have also suggested, makes sense.

[Bj24]

Hey Kelly! Glad to know they actually reacted when you played hard ball with AirBnB regarding  not allowing the next guest to come-in until the paremeters were adjusted. - This is exactly what I intend to do for my upcoming reservations this weekend, I've been repeatedly ignored and left in the dark by Trust & Safety regarding a pay-out and damage claim which has been held for over a week - Will be an unfortunate scenario for the upcoming guests, but very much looking forward to see how the AirBnB Trust & Safety team responds when they've got 30 some odd guests on a Friday Night getting the boot due to their own lack of basic communication with a host.

[Jan653]

Great suggestion. Extenuating circumstances should be considered legitimate if you are a verified Host with a good track record of being responsive to your Guests. Thank you. All of the comments are very important. - J.

[Jan653]

I am still on the fence about corporate calculated schemes to discourage claims (after all, hotels charge guests for damage and loss) but give me another few more days of reading everyone's input around this issue and I very well may agree. Meanwhile, I am on board Hosts sending what they can, getting your space ready for the next Guest so you don't disappoint them, THEN filing on the Airbnb website, etc. within 48 hours. Photo time & dates of creation are easily confirmed with the correct algorithm. IMO uploading pics on the corporate website in a timely manner makes for solid evidence. Thank you @Huma0!

[Sarah977]

@Huma0 @Jan653  Huma, remember that post in the Updates section about 8 months ago, regarding how Airbnb had heard us about removing outlier reviews and were "working on it?" It had pages of responses. Also the one where they were asking for feedback on various aspects of the review process? As far as I can see, they've been removed. They had pages and pages of responses. I was looking for them to post the link for Jan, as I thought she's be interested. I wonder if anyone else can find them. If not, it's quite telling that they've been removed.

[Sarah977]

@Huma0 @Jan653  Oh, I found it by using the search, but couldn't see it anywhere when going through pages of the Update section. https://community.withairbnb.com/t5/Airbnb-Updates/Airbnb-Answers-Protecting-you-from-one-off-bad-re...

[Huma0]

@Sarah977 

Yes, I was wondering about that also and asked on a couple of threads if anyone knew what had happened to that proposal, but not one answered.

Glad to hear the topic hasn't been removed, but would be great to have an update from Airbnb about this. Clearly the idea had loads of support, so why no action taken?

[Sarah977]

@Huma0 Well, I only found it by using the search bar. I still don't see it in the Update section, even going far back beyond the date it was posted. Did you notice the name of that section has been changed to Community Updates, from Airbnb Updates? I wonder if removing topic posts in that section which Airbnb has decided not to follow through on were removed at the same time.

[Huma0]

@Sarah977 

I'm not sure. Lizzie did mention that this new section was being created. Maybe not everything is being moved, or maybe it is but is just taking some time?

I do feel a little like we were being teased about the whole removing the outlier review thing, but maybe I'm being cynical and it just takes longer than expected to sort these things out in a big corporation. I have been waiting for my CO detector for months!

[Sarah977]

@Huma0  Hahaha I wouldn't even consider ordering a CO detector and expecting it to actually show up in Mexico. You'd think London could be managed before months go by. And you'd think they'd have waited to put that CO detector amenity with the big black line across it, like a shout-out to guests that the place is unsafe, until they had shipped off all the CO detectors that were ordered.

[Huma0]

@Sarah977 

Exactly the point I made on another thread about that subject. Don't promise me a free CO detector, fail to deliver it but, in the meantime, label my listing in a way that makes me look like an irresponsible host.

If I knew they were going to do that, I would have just gone and bought the CO detector in the first place, which is what I'm probably going to do now anyway as who knows when it will turn up.

I suppose it's irrelevant that my boiler was installed and is serviced and certified yearly by a gas safe registered engineer and that at no point have any of these engineers advised that I need a CO detector given that it is correctly installed and place and maintained according to all safety regulations.

Also, where's the badge for electrical safety? I've also had my house rewired and have a valid electrical saftey certificate. I don't see hosts getting a big black line for not having safe electrics.

[Huma0]

PS In the UK, an electrical safety certificate is required by law if you are renting out rooms, as is a gas safety certificate (and I have both), but Airbnb is not requiring UK hosts to have these. They are requiring them to have a CO detector or be marked down for it, even though you don't have to have a CO detector unless you need one, i.e. you would NOT PASS the gas safety inspection if that was the case.

[Sarah977]

@Huma0  Hosts who have no gas sources whatsoever anywhere in their listing are supposed to have CO detectors. Just because Airbnb says so. A gas safe registered engineer? What could he possibly know 🙂 I'm waiting for them to decree that we have to have baby gates and outlet covers and those things that keep a baby from being able to open the cupboards and drink Drano even though we don't accept infants or children.

[Huma0]

@Sarah977  We've gpne a bit off topic here, but yes, you're right. These sweeping requirements are ridiculous and do not take into account different types of listings, nor different local laws.

I take safety very seriously, as you can probably tell by my obsession with safety inspections/certificates (also have smoke detectors everywhere). I don't accept children, not just because I don't want to, but my house has not been childproofed. My niece hangs out here, but I am supervising her and am responsible for her. I can't be responsible for my guests' kids if it turns out they are not responsible parents.

Still, I don't understand why I am excluded from the work collection because I don't do self-check in. None of my business traveller guests seem to have an issue with it at all. Besides, are Airbnb telling me I hae to void my home insurance policy in order to accommodate business travellers, because that's what a lockbox or keyless entry system would do?

Expecting CO detectors in properties without gas is just stupid. What's next I wonder? Like you suggest, maybe it's making your home child friendly regardless of if you accept children. Maybe it's providing an allergin, gluten free, vegan kitchen, just in case. 

Sorry, I seem to be in a bit of a ranty mood this evening. I don't know why!

[Huma0]

PS the only time I have had guests question the safety of my home environment were the couple from hell and my only three star review. That is the outlier review I would like to have removed if Airbnb ever implement that policy.

They described my place as full of building materials (not true), nails sticking 1 inch out of the floor (not true) and generally dangerous (not true). If that was the case, wouldn't at least one of the other 200+ guests who left reviews have mentioned this stuff? These people were soooo clueless, but worse than that, I think they were mentally unstable. The lady was definitely self-medicating and the husband displayed some behaviour that was beyong weird.

I did several things to upset these guests before they arrived:

1. Reminded them that my house rules say no, short term guests cannot give out my address for mail, but suggested some alternative solutions to them.

2. Responded, no, my listing does not include meals, only tea, coffee etc. but there are several supermarkets close by (one of them very cheap) and you are free to use the kitchen.

3.. Told them it would depend on where they were going (they had no idea) when they asked which was the best location in London to pick up their Avis car.

Furthermore, I upset them on arrival by:

1. Having a caffitiere/French press, traditional cafe style coffee machine and another filter coffee maker rather than a stove top mocha type one.

2. Supplying brown sugar instead of white.

3. Not having a waste disposal unit in the sink, even though virtually no one in the UK has them.

4. Not being able to change the Council's laws on recycling (and I am really not strict with guests about this).

5. Not having the switches for the hallway lights in their bedroom and not being able to anticipate when they would get home and make sure the whole house was lit up beforehand.

6. Popping to the shops for five minutes after sending them a message saying that's what I was doing, when they were hours late for check in and weren't communicating with me.

So, I would really like to have this outlier review removed. I don't care if it is the 'guest experience' or not. My listing does not promise white sugar, waste disposal unit, stove top mocha, ability to change Council laws etc. etc. nor does it offer full board catering. Therefore, I should not be rated down for these things. It's nonsense!